Service Advisor

Job Description

Overview of the role:
This role is the representation of the brand & division to the customer and maintains customer relations to ensure an end-to-end engaged after-sales customer journey that leads to revenue achievement & customer retention.

What you will do:
•    Build long-term relationships with customers to ensure customer retention & loyalty.
•    Achieve financial objectives by upselling & discount control to meet monthly revenue targets.
•    Actively engage with the customer through consultation on customer needs & service requirements through the whole service process, in order to ensure vehicle is fixed right the first time. 
•    Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
•    At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business. 
•    Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
•    Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience. 

Required Skills To Be Successful:
•    Minimum 3 years experience in the automotive industry, preferably in a similar service role related with EVs. 
•    Technical knowledge provides up-to-date technical information in response to customer inquiries.
•    Excellent customer service, willing to go the extra mile.
•    Strong English communication skills, Arabic speaker an added advantage!

About The Team:
•    The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Customers, Service Managers, Aftersales Managers, Worshop Teams & Technicians on a daily basis.

What Equips You For The Role:
•    Diploma or Degree in Technical school / Certificate/Diploma in Automobile / Mechanical Engineering
•    Minimum of 3 to 5 years experience in the automotive industry or a similar role.
•    A broad-based knowledge to service as a reliable consultant is essential for this role.